Applicant Pool Only - Contact Center Agent I

Navajo Tribal Utility Authority; Fort Defiance (AZ); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

Navajo Tribal Utility Authority in Fort Defiance, Arizona seeks a customer care representative to answer calls and emails, resolve basic inquiries, and route requests within the organization. The role emphasizes accuracy, record-keeping, and courteous assistance to customers.

The ideal candidate will have a High School Diploma, 1 year of customer service experience, and may benefit from anAssociates Degree. Navajo language ability and a valid driver’s license are preferred.

Qualifications

• High School Diploma or GED required.
• Associates Degree preferred.
• 1 year customer service experience.
• Payment processing experience preferred.
• Ability to communicate in the Navajo Language preferred.
• Typing 30 words per minute and pass a script reading test.
• Valid Driver's License.

Responsabilités

• Address basic customer issues such as general inquiries, non-technical questions, password recover, website navigation assistance and basic how-to questions.
• Provides front-line and first tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively.
• Answers phone calls and emails, ascertains the nature of the request and responds and resolves.
• Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.
• Builds sustainable relationships and engage customers by going the extra mile.
• Identified customers' needs, clarify information, research every issue and provide solution and/or alternative to customer needs.
• Routes calls to appropriate resource within NTUA based on defined operational processes.
• Meets personal/team qualitative and quantitative targets.
• Completes call logs where available.
• Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.
• Maintains records in accordance with established policies and procedures and audit guidelines.
• Performs other duties as assigned.

Connaissances

Customer service

Navajo language

Typing 30 wpm

Script reading

Communication

Payment processing

Formation

High School Diploma

Associates Degree preferred

Description du poste

MINIMUM QUALIFICATIONS REQUIRED:

• High School Diploma/GED Certificate
• Associates Degree preferred
• 1 year customer service experience
• Payment processing experience preferred
• Ability to communicate in the Navajo Language preferred.
• Must be able to type 30 words per minute and pass a script reading test
• Valid Driver's License (subject to motor vehicle record review).

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:

• Address basic customer issues such as general inquiries, non-technical questions, password recover, website navigation assistance and basic how-to questions.
• Provides front-line and first tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively.
• Answers phone calls and emails, ascertains the nature of the request and responds and resolves.
• Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.
• Builds sustainable relationships and engage customers by going the extra mile.
• Identified customers' needs, clarify information, research every issue and provide solution and/or alternative to customer needs.
• Routes calls to appropriate resource within NTUA based on defined operational processes.
• Meets personal/team qualitative and quantitative targets.
• Completes call logs where available.
• Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.
• Maintains records in accordance with established policies and procedures and audit guidelines.
• Performs other duties as assigned.

This announcement will close on Thursday, December 31, 2026.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer.